Assessing the Impact of Employee Performance Management System Documentation on Service Delivery Efficiency in Municipal Councils in Eswatini
Zweli Maphanga & Kule Julius Warren
Department of Business Administration
Faculty of Commerce
University of Eswatini
ORCID – https://orcid.org/0000-0003-3029-7899
Email: zwelimapps@gmail.com/ kulewarren@gmail.com
Abstract: This study addresses the critical issue of service delivery efficiency in municipal councils in Eswatini, where effective performance management is essential for optimising resource allocation and enhancing accountability. The research examines the impact of Employee Performance Management System documentation (EPMSD) on service delivery efficiency within the Manzini and Mbabane municipal councils. A quantitative research approach was adopted, employing a survey research design to collect data from 159 employees across both municipalities. Prior to data collection, respondents were informed about the purpose of the study, ensuring transparency and encouraging participation. Ultimately, 150 respondents completed the questionnaire, resulting in a response rate of 94.3%. The data were gathered using a self-administered questionnaire, and the analysis revealed a positive relationship between well-documented EPMSD and service delivery effectiveness. Findings indicate that effective EPMSD fosters accountability, standardises performance evaluations, and enhances decision-making processes, ultimately leading to improved service delivery outcomes. However, the study also revealed that excessive bureaucracy in documentation could hinder flexibility. To optimise efficiency and accountability, the study recommends that municipal councils implement standardised EPMS documentation frameworks to ensure consistency, transparency, and fairness in performance evaluations. Additionally, adopting standardised yet adaptable EPMS documentation practices will further enhance service delivery. Future research should explore the impact of digital documentation systems on performance management effectiveness, thereby deepening the understanding of how documentation influences service delivery in municipal settings.
